Process maps are an essential tool for understanding how work flows through an organization. They provide a clear visual representation of the steps involved in a process, making it easier to spot bottlenecks and areas for improvement.
However, to truly unlock the potential of process maps, we need to go beyond simply documenting the sequence of steps. By incorporating additional layers of information, we can gain a deeper understanding of how work is actually performed and identify opportunities for optimization.
While at the Boston Consulting Group, my team used this approach to redesign key business processes for a $5 billion telecommunications company. By focusing on workflow simplicity, stability, accuracy, and customer value, we generated $50 million in annual cost savings. This demonstrates the significant bottom-line impact that systematic process analysis and redesign can deliver.

Step 1: Map the Process
Begin by creating a basic process map that captures the flow of work from start to finish. Do this from the customer's perspective to ensure the map reflects their actual experience.
Step 2: Layer on the Technology Stack
In today's digital world, technology is an integral part of most business processes. By adding the applications, platforms, and tools used at each step, we can better understand how technology enables or constrains the workflow.
Step 3: Capture the Channels
Work often passes through various channels, such as email, phone, or in-person interactions. Capturing these channels on the process map can help identify potential points of friction or miscommunication.
Step 4: Quantify Rework
Rework, or the need to repeat work due to errors or incomplete information, is a common source of inefficiency. By quantifying the percentage of rework between process steps, we can pinpoint areas for improvement.
Step 5: Incorporate Performance Metrics
Finally, incorporate performance metrics such as process time and rework across channels to gain a quantitative understanding of how the process is performing. This data can be used to identify bottlenecks, track progress over time, and make data-driven decisions about how to optimize the process.
By following these steps, organizations can create process maps that are more than just static diagrams. They can become dynamic tools for understanding, analyzing, and improving how work gets done. This deeper level of insight can lead to significant benefits, including increased efficiency, reduced costs, and improved customer satisfaction.
E-mail me at amelia@edso-edge.com to request a white paper that includes implementation challenges, digital transformation alignment, and a Quick Start Guide for executives.
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